FRONTLINE BANKING

Gatekeeper – The Fraud Prevention Workshop

Frontline Banking Professionals/Point of Contact Employees

Description:

As the first point of contact for the customers of your financial institution, it is of the utmost importance that you learn to recognize the signs of financial abuse. Your role as the “gatekeeper” is similar to that of a monitor tasked with ensuring your customers are safe in their financial lives. As a financial institution, the Canadian courts have held that you have to go beyond the common, day-to-day banking tasks most perform. In order to fulfill your legal requirements, you must take your customers safety to the point of “Due Diligence”. What does “Due Diligence” look like? That is exactly what you will learn in this interactive session. Reading people is a skill that can be developed as most police detectives learn early in their career. Body language, voice intonation, and word usage divulge a wealth of information…if you know what to look, and listen for.

Learning Objective:

1) What is a “gatekeeper”, and why is your position so important to your customers?

2) How well do you know your customers, they’re habits, personalities and spending?

3) Could you determine whether a customer is under financial strain simply by talking to them?

4) What does it take for you to “BE AWARE” of financial abuse or stress?

5) What are the key questions to ask your customers in order to determine state of mind?

6) What is the significance of “I” statements? “We” or “They”?

7) Why should you care? Is it really your job to ensure your customers are financially safe?

8) Describe what “FIDUCIARY RESPONSIBILITY” means, and why it’s so important.

9) What is the difference between being “PROACTIVE” and “REACTIVE”?

10) Privacy Act, PIPEDA and all things legal. What are they, and how do they apply to you?

11) How to tell at first glance if it’s a Home Improvement Scams, POA Abuse or other scam at play?